Subject: FAQ's
From: Pritish Nandi <[email-masked]>
To: Charlotte Jansen <[email-masked]>
Cc: deeksha <[email-masked]>
Date: Mon, 7 Oct 2019 03:09:24 -0700 (MST)

Hi Charlotte, 

If you can please help with the questions below: 

1. How to handle tickets which are already been taken care by Les Mills CXM. Like the ones which Amanda handles. 

2. For any missing track related issues, shall we escalate it straight away to you? 

3. How to handle tickets when we find a piece of equipment missing from the customer setup and customer says that they would get that. Do we wait them to get the equipment first and leave the ticket open? 

Or 

We should tell them to install the equipment and let us know if they face any further issues after installing it & resolve the ticket. 

4. Also under salesforce I am unable to find the customer account details via username. This takes too much time to figure out the club name and match the virtual username and then provide help. This kills a lot of time. 

5. Also please lay down a process under where we find AV disconnections for customer report other issues with the Virtual? 

Regards, 
Pritish Nandi